☀️ Summer 2025 Release ☀️
Embrace is thrilled to announce a series of powerful enhancements, designed to streamline workflows and elevate customer support capabilities.
This release is centered around three key themes: Integration and Centralization, Enhanced Content Creation and Management, and Improved User Feedback and Workflow Efficiency.
🧩 Integration and Centralization
One of the standout features of this release is the enhanced integration capabilities. Embrace now seamlessly integrates with platforms like Zendesk, Jira, Gong, Drift, and Slack, allowing for the ingestion of tickets, conversation transcripts, and channels directly into Embrace Insights. This centralization of data enables customers to manage and analyze interactions across multiple channels more efficiently, providing a holistic view of customer support activities. Additionally, the availability of Embrace for Jira and Microsoft Teams in their respective marketplaces further embeds AI-driven insights and responses directly within these environments, enhancing ticketing and collaboration workflows.
✨ Enhanced Content Creation and Management
Content creation and management have been significantly improved in this release. Users can now generate content directly from any conversation within Insights, transforming interactions into knowledge base articles or other content types. This feature addresses knowledge gaps and ensures that teams have access to up-to-date information. The Embrace API has also been enhanced to support more granular permissions, Websockets for streaming responses, GraphQL, and image/file support in response sources. New endpoints for managing collections and documents provide greater functionality and flexibility, making content management more robust and efficient.
💬 Improved User Feedback and Workflow Efficiency
User feedback mechanisms and workflow efficiency have seen substantial upgrades. Users can now provide detailed feedback on responses via a “Provide Feedback” button and add comments when giving a thumbs down. This granular feedback helps improve response accuracy and quality by flagging issues for review by Creators and Admins. Additionally, feedback and thumbs down actions now create tasks assigned to Creators and Admins, accessible via a new “Needs Attention” section in the Workspace. This workflow ensures that critical feedback is promptly addressed, maintaining high standards of support quality. The updated “Flexible” setting for Embrace Agents leverages the underlying model’s training data without requiring a collection, enhancing the flexibility and reliability of support operations.
We’re excited to share these new features and improvements. A more detailed breakdown is below.
Insights on Tickets, Transcripts and Conversations from Key Systems
What it does: Embrace.ai now integrates with Zendesk, Jira, Gong, Drift, and Slack to ingest tickets, conversation transcripts, and channels directly into Embrace Insights.
Why it matters: This integration allows customers to centralize and filter insights from multiple platforms, making it easier to manage and analyze customer interactions across different channels.
Create Content Directly from Insights
What it does: Users can now generate content directly from any conversation within Insights.
Why it matters: This feature helps fill knowledge gaps by allowing customers to convert conversations into knowledge base articles or other content types, streamlining content creation and ensuring teams have access to up-to-date information.
Enhanced Response Rewriting
What it does: Embrace.ai now offers quick commands to rewrite responses, such as shortening, lengthening, changing tone, or translating.
Why it matters: This functionality saves time and ensures that responses are tailored to meet specific needs, improving communication efficiency and effectiveness.
Embrace for Jira and Microsoft Teams
What it does: Embrace for Jira is now available in the Jira marketplace, and the Embrace for Teams application is live in the Microsoft Teams marketplace.
Why it matters: These integrations allow customers to embed Embrace directly within Jira and Teams environments, enhancing ticketing and collaboration workflows with AI-driven insights and responses.
Updated Knowledge Constraints for Agents
What it does: The “Flexible” setting for Embrace Agents has been updated to leverage the underlying model’s training data without requiring a collection.
Why it matters: This ensures that agents can provide responses even when specific sources are not available, enhancing the flexibility and reliability of support operations.
User Feedback Enhancements
What it does: Users can now provide detailed feedback on responses via a “Provide Feedback” button, and add comments when giving a thumbs down.
Why it matters: This feature allows for more granular feedback, helping to improve response accuracy and quality by flagging issues for review by Creators and Admins.
Workflow Improvements for Critical Tasks
What it does: Feedback and thumbs down actions now create tasks assigned to Creators and Admins, accessible via a new “Needs Attention” section in the Workspace.
Why it matters: This workflow ensures that critical feedback is promptly addressed, maintaining high standards of support quality.
API and Content Management Enhancements
What it does: Embrace API now supports more granular permissions, Websockets for streaming responses, GraphQL, and image/file support in response sources. New endpoints for managing collections and documents have also been added.
Why it matters: These enhancements provide greater functionality and flexibility, allowing for more robust integration and content management capabilities.
Manual Ingestion Crawl Re-runs
What it does: Users can now manually re-run ingestion crawls for integrations.
Why it matters: This feature provides greater control over data updates, ensuring that insights are always current.
Streamlined Settings Interface
What it does: The Settings area has been reorganized for better navigation across different deployment methods and integrations.
Why it matters: This update makes it easier to manage Embrace.ai settings, improving user experience and operational efficiency.
Update to OpenAI 4.1 for Inference Generation
What it does: All new agents now use OpenAI’s 4.1 model for generating responses.
Why it matters: This update enhances the performance, quality, and cost-effectiveness of AI-generated responses, ensuring that support teams have access to the best possible tools.
Need help?
If you have any questions or need assistance, please don’t hesitate to reach out.
